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- Tasks: Provide second-level support to customers, resolving issues and documenting solutions.
- Company: Join a dynamic team in Southampton, offering hybrid work and global customer interaction.
- Benefits: Enjoy a flexible hybrid model with 3 days onsite and 2 days remote work.
- Why this job: Be part of a supportive culture focused on continuous improvement and customer satisfaction.
- Qualifications: 1+ years in helpdesk support, SQL knowledge preferred, and strong communication skills required.
- Other info: Work in a shift pattern of 4 days on, 4 days off, covering 6am to 11pm.
The predicted salary is between 30000 - 42000 £ per year.
I am looking for a helpdesk / customer support analyst for my client in Southampton. Work is hybrid model (3 days onsite – 2 days home working) and in a shift pattern. 4 days on, 4 days off covering 6am till 11pm.
Key Responsibilities:
- Provide second Level support to external customers and partners.
- Answer incoming calls from customers and respond to inbound communication on cases.
- Monitor group email queue to respond to customer issues logged through our web portal.
- Identify, analyse and resolve customer issues, documenting work in case notes and knowledge base articles as well as escalating issues as appropriate.
- Participate in knowledge transfer activities including passing on information to our 1st level teams and partner support teams.
- Address and resolve customer concerns in a timely manner and provide a feedback loop to development when indicated.
- Ensure customers are kept up to date on the status of their case.
- Coordination and direct involvement in operational problem resolution for customers across the globe.
- Perform detailed investigation, analysis and resolution of issues and problems for global customers as per defined Incident Management procedures.
- Support and lead certain elements of transition activities for new customers into Support.
- Participate in monthly customer meetings, including support performance reviews.
- Continuous improvement – work with other team members across our global support team to develop, propose and implement improvements in working practices.
- Communicate with other members of the support team both in the EMEA region and global support teams.
Qualifications:
- 1 years + experience in technical helpdesk support role.
- Technical skills in SQL and database management (preferred).
- Working knowledge of Windows operating systems from Windows 7 onwards.
- Basic networking knowledge.
- Exceptional customer service skills.
- Ability to independently work as a contributing member in a high-paced and focused team.
- Excellent Team Working skills, with a healthy understanding of the importance of attendance and timekeeping.
- Excellent written and verbal communication skills.
- High level of self-organization and attention to detail.
- Strong problem-solving and analytical skills with the ability to work under pressure.
- Highly motivated self-starter with a desire to help others and take action.
If this exciting opportunity could be of interest - please send across your CV ASAP - interviews can be arranged at short notice.
Contact Detail:
WHD Consulting Ltd. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Help Desk Support Technician
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as SQL and Windows operating systems. Having hands-on experience or relevant certifications can give you an edge during interviews.
✨Tip Number 2
Brush up on your customer service skills, as this role heavily relies on effective communication and problem-solving. Consider role-playing common support scenarios with a friend to enhance your response strategies.
✨Tip Number 3
Research the company’s products and services thoroughly. Understanding their offerings will not only help you answer questions confidently but also demonstrate your genuine interest in the role during the interview.
✨Tip Number 4
Prepare for situational questions by thinking of examples from your past experiences where you successfully resolved customer issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
We think you need these skills to ace Help Desk Support Technician
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in technical helpdesk support. Emphasise your skills in SQL, Windows operating systems, and customer service to align with the job requirements.
Craft a Strong Cover Letter: Write a cover letter that showcases your passion for helping others and your problem-solving abilities. Mention specific examples from your past experiences that demonstrate your capability to handle customer issues effectively.
Highlight Communication Skills: Since excellent written and verbal communication skills are crucial for this role, ensure you provide examples of how you've successfully communicated with customers or team members in previous positions.
Showcase Teamwork Experience: Discuss your ability to work as part of a team, especially in high-paced environments. Provide examples of how you've collaborated with colleagues to resolve issues or improve processes.
How to prepare for a job interview at WHD Consulting Ltd.
✨Showcase Your Technical Skills
Make sure to highlight your experience with SQL and database management during the interview. Be prepared to discuss specific examples of how you've used these skills in previous roles, as this will demonstrate your technical competence.
✨Demonstrate Customer Service Excellence
Since the role requires exceptional customer service skills, think of scenarios where you successfully resolved customer issues. Share these stories to illustrate your ability to handle challenging situations and maintain a positive attitude.
✨Prepare for Problem-Solving Questions
Expect questions that assess your problem-solving abilities. Practice articulating your thought process when faced with technical challenges, and be ready to explain how you would approach resolving customer issues effectively.
✨Emphasise Teamwork and Communication
This position involves working closely with other team members and global support teams. Be sure to discuss your teamwork experiences and how you communicate effectively with colleagues, especially in high-pressure situations.
